Complaints

This profile includes complaints for Tuff Shed, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tuff Shed, Inc.

  1777 S Harrison St STE 600 Denver, CO 80210-3931

  
• 

  Tuff Shed, Inc.

  517 Warren Ave Portland, ME 04103

  
• 

  TuffShed, Inc.

  2710 Walden Ave Buffalo, NY 14225

  
• 

  TuffShed Inc.

  2022 Central Ave Albany, NY 12205

  
• 

  Tuff Shed, Inc.

  6497 Collamer Rd East Syracuse, NY 13057

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There were quite a few missteps with the installation of this 6x6 shed. Small in size, big in problems.This shed was ordered on April 10, 2024 and I was told a permit was not needed. Original install date was April 30 and I found out from the property manager that day a permit WAS needed. Installers packed up and covered everything up. After a series of phone calls with the salesperson and the Team Supervisor, I was told they would take care of the permit. After 20 days, May 20, the permit was finally in place.June 5 was the next install date. Different team. Called me early that morning from the warehouse looking for my shed. This team didn't know the shed was already at my home and that the permit was in place. They swapped me out to the ** because of having to check up on this. I thought they meant 2:00ish. They meant more like 5:30ish. Way too late to start this for me.June 11 was the next install date and it was actually done. Kind of.The immediate problem is that I can't open the door. There was a ramp put in place because of the height off the ground of the entryway and the door scrapes on the ramp. I thought I might need a grab bar. The opening from the ground to the bottom of the base is about 5". It is about 10" to step in to the shed. Not so easy for me. Without the ramp, I doubt I could even use it. Certainly the lawnmower couldn't get in.I know the comeback to the shoddy leveling is to read the leveling section in my "What to Expect" document and I have. Nobody could expect their brand new shed, their brand new anything to be such an eyesore. It just isn't finished.But, aesthetics aside, the utility problem is that I can't get inside. I left vmails for both the salesperson and the Project Manager out of *********, ** on June 14 and one for the Regional Manager on June 20. I have heard from no one, not even an acknowledgement.So, right now I have new landing spot for bird p*** and nothing else from Tuff Shed.

  

  Business Response

  Date: 06/28/2024

  We received a call from our installer on the day of installation discussing that the customer was not happy with the amount of leveling required to properly install the shed. We came up with the solution to discount ramps at 50% so they would cover the majority of leveling cost that was required.  The customer's yard is not easily leveled where the shed was requested to be placed; o the point that we incurred additional costs for materials and labor to ensure the building was leveled properly. The installer spoke with the customer and called AM ******** to explain. Unfortunately, the situation with leveling cannot be corrected. That amount of leveling is required. To assist with the cosmetic appearance,******** understood the customers frustration and discounted the ramps to cover the majority of the leveling cost. Sales rep ***** delivered and installed ramps for customer. Customer had a concern with door issue after ramps were installed. Installer is scheduled for 6/27 to correct the issue.

  Customer Answer

  Date: 07/15/2024

  See Attached 

  

  Business Response

  Date: 08/13/2024

   On 8/9 Operations Manager went onsite to ********************** residence. Met with customer and had introductions. Evaluated current placement of shed. The customer did note, per her request, that she wanted the shed in the place it was in. Operations Manager then proceeded to look at the area directly behind the shed.  Apprx. 8ft behind the shed the terrain appeared level. After verification with the customer that there were no permitting concerns. With tape measure and 6 ft level. It was determined that the shed be moved straight back from its current position no less than 8ft.  Proper releveling of the shed after move will most likely correct the door and ramp issue. If not, FCT/Installer will make appropriate adjustments. Operations Manager had good dialog with ****************** and reassured her we wanted to make things right for her. ****************** expressed her great thanks for coming to some resolution. Scheduling will allocate a resource for the shed move and will schedule with Customer.

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 21880189
  

  I submit a rejection notice very hesitantly.  There is not a choice of ALMOST THERE.
  

  Operations Manager, *******, contacted me and came to my home to see for himself what my disgust was about.  He was attentive, helpful, easy to talk to, and saw what I was upset about and heard what I was saying. He assured me that this could and would be corrected to satisfaction. I believed him.
  

  He arranged to come himself and move this shed to a very appropriate spot.  The shed is now actually on the ground and not 12 up from it.  A grab bar is no longer in play.  He and his assistant did a great job with the move.
  Opening and closing the door was still a problem for me, so ******* removed enough of it,so it is now a smooth open and closes without needing me to use my hip or foot to do so.  Fantastic!
  

  I am thrilled with the outcome of this move and that Tuff Shed ended up stepping up and doing right by this customer.  I did not expect them to do anything about anything.
  

  There is one final issue, and I have been assured by Batman ******* that it, too, will be corrected.  The door is still very crooked and very noticeable at the top right. It was crooked from the get-go and may be even more so after the door was made to open and close easier for me. There is a gap that I am afraid might allow for wasps or other flyers to nest inside or allow for snow once it returns.  ******* thought it would be taken care of within a couple of weeks.
  

  Once this last problem is corrected, I will be completely satisfied with this shed.
  

  I cant overstate the great service I received from this man, *******.  He is the kind of representative any business would want and should expect.
  

  Gratefully.
  
  ***************************

  

  Business Response

  Date: 08/29/2024

  On 8/27, ********************** door was finished. (see attached) It is fully operational and in great condition with appearance after an adjustment and some trim work. I feel ****************** is satisfied with the work we were able to do and turning around her experience. I don't anticipate there would be any other concerns. However, if there are any. She has the assistant managers direct info to reach out to.

  Customer Answer

  Date: 08/29/2024

   
  Better Business Bureau:
  

  I do accept the business response to 21880189.

  As I stated recently after getting attention from Manager ********, I am thrilled with and grateful for all the work that he did with both the move and getting the right person for the door correction.  "Door Guy" *** really got it done with the goofy crooked door and I appreciate all his work.  Solo work, at that. 

  Tuff Shed made things right and that is all I wanted.  Zero to Hero.

  Thank you big time.
  cac
  

• Initial Complaint

  Date:05/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/5/2020 we signed a contract to build an RV Garage with 2x8 framing- 16" O.C. for $105,000 with Tuff Shed; SF Quote Q-******. Due to construction delay Tuff Shed renegotiated the contract under sales order#******* and now requested $130,000. The 2/8 framing -16# O.C. continued to be part of the contract. On March 19,2024 I emailed ************************* the Sales Representative we were working with at Tuff Shed about the discrepancy of what we paid to what we received, see below:"Hello ****:I just reviewed the sales order and saw that you quoted us 2 x 8 Framing 16 feet, 16" OC but half of the building is only 2 x 4 framing 8 feet, 16 OC. I checked Lowes.com and the pricing for the 2 x8 x 16 is $19.28 with 2 x 4 x 8 being $3.14 which is an *****% difference we were overcharged. I understand that labor is also involved but expect an adjustment of the pricing. I would be o.k. if the adjustment is the remaining $13,000 and we call it done. Please advise."**** forwarded this email to his District Manager *************** who responded to us on 3/19/2024 stating that the sales receipt does state a quantity of 2X8 used and as part of our process we had signed off on the building plans of your building. The building was built according to the plans and requested full payment. We tried to appeal to ************** again to avoid any 3rd party involvement but received the below email from him on 3/25/2024 threatening to send us to collection if they did not receive payment within 3 days.We paid but went on record that this is a conditional payment which we are only making to avoid a bad credit rating and that we are seeking recourse for this payment. We are respectfully requesting your assistance in being reimbursed for the half of the building where only 2x4x 8 feet 16" O.C. framing was provided as we consider this deceptive pricing and unethical business practices.

  Customer Answer

  Date: 06/14/2024

  Thank you for your response. 
  Please see your clarification below:
  1. Please clarify when you received the final bill for the updated sales order, ---see attached deposit and payment schedule, as well as the Sales order. Please note that the deposit of $26,250 was paid on 10/6/2020, the 50% was paid on 3/8/2023 and the 40% was paid on 7/6/2023. The attached email trail identifies the issue with the final payment which was paid as a conditional payment on 3/26/2024.
  2. Please clarify when the project was rescheduled to and when the work began and finished. -----As outlined the 40% which was due 5 days prior to prefabrication of building and was paid on 7/6/2023. Tuff shed did not start their work until around 10/23/2023 (I have a text that indicates that the material arrived on 10/26/2023).
  
  Let me know if that is what you needed or if you need anything else. 

  Sincerely 

  *******************************

  

  Business Response

  Date: 07/03/2024

  We have reviewed the concerns that you have expressed and while Tuff Shed strives continually to provide the highest quality product at the best value, we cannot validate your request for a $13,000.00 discount on your building.

  -The 2x8 framing was used where it was structurally needed this was reflected in the plans which were submitted to you and approved by you.
  -The Mohrhadts were on site during the construction numerous times and if they had a concern had ample opportunity to express it at any time.
  -Tuff Shed experienced numerous delays because the Mohrhadts choice to have other subcontractors work on the building while we were still under construction, and this resulted in our team having halt construction more than once to wait for them.
  -When the final payment was requested the response from the customer was that they were going abroad and would pay upon their return
  

  Throughout all of this no mention of the construction materials was ever mentioned.

  So far as *************** not responding we apologized for that however the explanation is that the clients were getting caught in our spam filter.
  Consequently, Tuff Shed stands behind what we have built for the client as what we contracted for and since the client saw and approved the plans was on site numerous times we will not be offering any discount on the price.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21718617
  
  I am rejecting this response because:

  1. unethical business practices

  2. deceptive pricing.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/15/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had my shed for 4 months. Had first service call less then a month in for 8 of shims being used instead of bricks. The company uses partial brick to hold the shed up. They tried to cancel the apt they set. With out asking if that day worked for me. This call was for today trim is falling off the shed. Again apt set not asking if today worked. Had to change a bunch of other things around and they call morning off to cancel again.

  

  Business Response

  Date: 05/16/2024

  The ** has spoken with the customer yesterday to explain our warranty truck went down yesterday and required towing to the shop and we were in process on getting rental vehicle to be able to utilize the shop truck for warranties.  We have him scheduled to complete the repairs this am.  He just spoke with him again this am to let him know the warranty tech is on his way to the location now to complete the repairs.  

  Customer Answer

  Date: 05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a shed and it was supposed to be delivered and built on may 13th. Nobody showed up. They said they would be here the next day between 8 and noon. Again nobody showed up. After several phone calls on my part with them saying that they were on their way and would be here in 30 minutes two guys finally showed up at 4:00 pm. Only one of the guys seemed to know how to actually build a shed, the other guy was a young apprentice who basically knew how to unload the materials. At around 7 pm, they noticed that the facility had given them a wrong wall (one which was one foot taller and wider than what it needed to be). They then said they couldnt continue working. They said that they were already scheduled to work on other projects the next few days and they didnt know when the job would be done. We bought two sheds from Tuff Shed in 2019 with no problems. Its extremely disappointing to see how low the quality of service has fallen. I have had a lot of trouble getting a hold of someone in management to help me get this resolved.

  

  Business Response

  Date: 05/17/2024

  The issue has been addressed and it was a misunderstanding between the installer and the home owner. This shed was a no paint and she dislikes the white caulking. We will be returning on Tuesday to remove the caulking above her window and door.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tough shed leaking. Floor I put in ruined. Called customer service. I was told the warranty was void because I didn't paint the shed. True. Paint would have protected the caulking around the window and vent, except no caulking was ever installed. A workmen, **** came out to repair and said no caulking was ever installed so that's why it leaked. **************** said not their problem.

  

  Business Response

  Date: 04/09/2024

  This building was originally built on 2/2/2021 and was purchased as a NO PAINT option.  We have gone through several extremely wet seasons over the past couple of years and this is the first and only warranty claim that has been made. When we processed this warranty request, we sent out our Field Technician to assess and address the concern at no charge to the customer and without the required photos of the shed having been painted in the time required, per the warranty document.  Upon arrival we confirmed the building remained unpainted and additional materials were added inside the building. We still completed the warranty as customer satisfaction gesture. 
  Once we received the details and photos from our Field Tech, we let the customer know that the building is no longer covered under warranty and that any services needed in the future will be charged and that damaged materials would not be covered.
  I have attached our warranty document that states the building must be painted within 90 days along with photos of the building after we completed the warranty showing the building unpainted 3 years later.
  Also attached are photos of the interior showing the materials that were added to the building that are now damaged.

• Initial Complaint

  Date:04/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a shed from the *****/ ************* ********** site on March 6, 2024 for $6229.85 and was told they would send me the engineering paperwork to satisfy the requirements to get the Permit needed to have the shed built on my property. I was going to get my permit myself because the city I live in had free permits for 3 weeks in March and since I never received the engineering the free permit program has expired. I texted and called Tuff Sheds to help me and got no response. I finally got a hold of the salesman about the situation and he told me that they're short staffed and apologized and said he would get someone to r=take care of that and still nothing. So I finally gave up and told them (twice) to just give me a REFUND AND CANCEL MY ORDER and still no response. I texted the salesman again and he responded that he was puzzled that this wasn't done yet. Now the payment is due and I'm not going to make any payments on something I didn't receive.

  

  Business Response

  Date: 04/08/2024

  Cancellation of the order has been made and a refund has been processed for the customer.

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several months ago tough shed installed a shed. The installers did a terrible job on the install and when they left they damaged my landscaping and my gutter. I contacted the company and sent some photos. The person i ordered the shed from said that repairs would be made. This never happened. I left several voice mails and was never contacted. I was contacted by a finance company stating that tough shed contacted them regarding payment. I stated that they should not be paid until my complaint regarding damages was taken care of. This incident happened several months ago and they are trying to get the finance company to pay them and they still have not addressed the damage of my landscaping.

  

  Business Response

  Date: 03/26/2024

  Below is a summary of events, provided by our local District Manager. 

  -Shed was built on August 31st and went on grass & dirt that wasnt level
  -Customer signed both the Sales Order & ICA (attached), acknowledging the deliver and install were completed with no issues.
  -Customer declined the charges from Green *** (our financing partner) several times last fall & winter
  -Customer reached out after install complaining of damage to his patio pavers and down spout
  -We sent the install crew back out to address the down spout and pavers
  -We tried numerous times last fall and winter to speak with customer and never got a response
  -We worked with Green *** (financing company) to get payment for the shed
  -Green *** determined we honored our agreements and contracts and therefore forced the charges through
  -Customer then reached out to Green *** claiming we didnt take care of his landscaping and he now also had leveling concerns
  -We were able to speak with customer for the first time in months and he would not allow us to come back out to address leveling and landscaping concerns
  -Customer told our scheduling coordinator that he will see us in court
  -Customer is asking for a $2500 credit for the landscaping
  -Green *** also attempted to work with customer and was unsuccessful

  At this time we have fulfilled our end of the contract. 

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased the largest tuff shed that I could for my property. The initial process was fine as expected from a large company that sells buildings for decades. There was communication issues on when the builders were going to be out. They took the last payment early before the last inspection. It took weeks after their last visit and calls to eventually come back and pick up garbage and nails. when they did come back they picked through the garbage and nails for what ones were "theirs". there was a leak and the building is holding onto humidity for days an I have been calling but cannot get someone to come look at the issue. For the money they are not providing the same quality of work that they show in their show room and they do not treat your property with the respect that it should be treated.

  

  Business Response

  Date: 03/12/2024

  We did have some difficulty in contacting the customer to arrange repairs. We were able to reach them 3.11.2024 and have scheduled a tech to address the issues today 3.12.2024

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21414124
  
  I am rejecting this response because:

   

  I had called multiple times a week for approx. 2 months.  They did not have a hard time contacting me.  They decided not to contact me.  I left voice mails and talked to the scheduler, but they were not in charge of my project, so they left messages for them.  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 03/20/2024

  what clarification do you want?  *********** did a poor job and I want everyone to know that they did a poor job.  They failed to do the job up to the standard that was acceptable.  they since have come out and said that they did some work wrong and had to fix items.  I have not even been able to use the building yet.  They also have not offered any apology for the poor workmanship or bad service.  

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently purchased a Tuff Shed and after 4 months of being ran around to get plans corrected and stamped they came to build it. They did not bring the proper materials for the loft and said they would come back. After many calls they did come back just to build it incorrectly, numerous people have called on this issue to get it rectified and we have gotten nowhere. They already took our payment and told us that it is good enough for them and have no intention on returning to correct the mistakes made on a $10,000 shed. It has been absolutely unacceptable customer service and we are extremely upset at how this has been handled. We will never be buying a Tuff Shed again if they cannot uphold the standards they set in place. It is so dissapointing to have spent so much and to have been treated so terribly. They did not come prepared, they did not follow the plans they forced us to get stamped, and they are not coming to correct their mistakes. A mistake like this completely ruins the company as a whole and I don't think we will ever be able to trust them again.

  

  Business Response

  Date: 02/13/2024

  We have made several attempts to contact the customer without response. We are not able to find their order info with the phone or email address provided. We need the name, phone or email address used to place the order so we can better address this issue.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a tough shed to turn into a bedroom when it was put up the contractors. I dont know if they were subcontractors or what but every other nail that they put into the roof and into the side walls went through the side, not hitting the two by fours and now the roof is sagging and its not even a year old yet. I had it financed through RTO and it was through their company of tough shed and every time that Ive talked to RTO they tell me I have to go through tough shed every time I talk to tough shed they tell me I have to go through RTO. Im tired of the running around, but ** doing by dealing with this And *** purchased two others and did not have this problem. Contractor came out and did my first which one is almost 10 years old. The other one is almost 8 years old different contractor did the third one and this one looks worse with a sagging roof than the other two.

  Customer Answer

  Date: 01/18/2024

  I have pictures 

  Customer Answer

  Date: 01/18/2024

  I have pictures 

  

  Business Response

  Date: 01/18/2024

  The described issues sound like they would be covered under our standard warranty. The General Manager would like to visit the customer's shed to review all issues in order to prepare a punch list for our warranty repair technician and schedule the repairs after the assessment has been made.